Well, time to give some feedback on my only real interaction with VM credit card since I’ve had one of their cards.
The other day, I decided that I would change my mobile number for all of my banking stuff, PayPal etc. Worked my way through my account apps and it was far from straightforward because for most of them I had to log in on on their web portal sites with Starling Bank the obvious exception. But I managed it all bar VM.
So, Virgin Money. I logged into their secure online portal and discover that it’s not possible to change my phone number there so I resorted to sending them a secure message advising them of my number change and thought that would be the end of that. No such luck! I get no less than 3 emails and 3 missed calls from VM, they suspend my access to my mobile app and then they finally decided to leave me a voice message requesting I call them urgently to speak to their CS team and giving me a number to call back on. Sod that! I thought, so I called their fraud team. After taking me through a bog standard list of security questions, I was informed that there was nothing wrong but the fraud team couldn’t change my phone number, I had to speak to the CS team. Mmmm, I thought. So I phone the CS team and after going through the exact same security questions as the fraud team put to me, they asked me what I wanted. Huh? Are you being serious? don’t you keep any records of you attempting to contact your customers etc etc?
Ok, I want to change my phone number and you won’t let your customers do that online, in app or via secure messaging on your web portal. The bloke on the line says that it has to be done over the phone. So I ask him what is the point of having a secure messaging service if they don’t trust their customers to do it securely online. Basically, he couldn’t give me a straight answer. I made it clear that I had no problems changing my phone number with AMEX, RBS etc, no interaction with human beings required and that perhaps VM should rethink their policy. As I pointed out to the guy in CS, he didn’t have a bloody clue who he was talking to, just relying on security questions in the belief that he was talking to the real me because they have no photo/video of me, unlike Starling Bank and RBS.
Yay, I thought, finally, it’s done. Yeah, not so fast…the very next day, I get yet another email from them asking me to contact their CS team to speak to them about my request to change my phone number. I haven’t bothered, indeed, I can’t be bothered. They’ve since unlocked my app access and I can use my card again if I want to, so I’m absolutely not bothered about wasting another half hour of my life talking to them.
Bottom line, my view is that their policy is outdated. Again, what’s the point of having a securing messaging portal if they won’t allow customers to do basic things like change a phone number? Maybe I’m just being too critical, after all, security is a big deal, but in this instance the whole method of just changing a phone number is too complicated. Not really a great customer experience for me personally and reinforces my decision not to bother keeping the card once the interest free period ends in 4 months time.